I can't make or receive calls from my SIM. What should I do? | iD Mobile Community
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I can't make or receive calls from my SIM. What should I do?

  • July 31, 2024
  • 0 replies
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iD Mobile
iD Mobile Employee

Having trouble making or receiving calls? We know that's frustrating, but don't worry! Here are some steps to help get you back on track:

 

Before you start: Is it just one specific number?

If you can't call or receive calls from one specific number, the issue is likely not with your phone or signal.

  • Can't call them?

    If you are dialling an International or Premium number, these are not included in your standard allowances. You may need to increase your Bill Cap to allow the extra charge and toggle International or Premium to ON in the iD Mobile app.

  • Can't receive their call?

    Double check the contact has not been accidentally blocked on your phone. If the contact is not blocked, it is likely a fault with the other user's network.

If the problem affects all calls, please follow the steps below.

 

Step 1 - Review your account.

 

Open the iD Mobile app or log in to my.idmobile.co.uk to check you have remaining allowances and if you have any Outstanding Payments.

  • If you have no remaining allowances: You’ll need to purchase an Add-on to make or receive calls.
  • If you have outstanding payments: You'll need to clear your balance in full to make or receive calls.

Double check your SIM isn’t blocked by tapping Plan > Your SIM/eSIM > Block your SIM or eSIM > Check the toggle is set to OFF.

 

Step 2 - Use our Coverage and Status checkers.

 

Signal or service issues in your area can prevent you from making or receiving calls.

Use our Coverage checker to check the signal strength and our Status checker to find out about any ongoing network maintenance activities or outages in your area.

  • If you’re in an area with poor network coverage: This may affect your ability to make or receive calls.
  • If there is a network issue in your area: There’s no need to contact us. Three, our Network Partner, will already be aware of the issue and will resolve it as soon as possible.

 

Step 3 - Enable 4G and 4G (VoLTE) Calling.

 

As the 3G network is being switched off across the UK, your phone MUST use 4G (VoLTE) to make calls.

Older phones that rely on 3G for calls will no longer work. First, confirm your phone is on our list of approved handsets.

If it’s not on our list, you’ll need to upgrade your phone to a supported model. If it is, follow the steps below to check 4G and 4G (VoLTE) Calling are enabled:

 

I’m using an iPhone:

 

Enable 4G and 4G (VoLTE) Calling:

  1. Open Settings.

  2. Tap Mobile Service.

  3. Tap Mobile Data Options.

  4. If you have a 5G capable iPhone, tap 5G Auto or 5G On. If you have a 4G capable iPhone, tap 4G.

  5. If you have a VoLTE toggle, ensure this is switched ON.

 

I’m using a Samsung Galaxy:

 

Please note: Some Samsung phones may have regional or network-specific firmware that prevents VoLTE from working, even if they were purchased in the UK.

 

Enable 4G:

  1. Open Settings.

  2. Tap Connections.

  3. Tap Mobile Networks.

  4. Tap Network Mode.

  5. Select the option containing 4G, LTE or 5G (e.g. 5G/LTE/3G/2G (auto connect)).

Enable 4G (VoLTE) Calling:

  1. Open Settings.

  2. Tap Connections.

  3. Tap Mobile Networks.

  4. Set the toggle for VoLTE to ON.

 

Most other Android phones:

 

Enable 4G:

  1. Open Settings.

  2. Tap Network & Internet.

  3. Tap SIMs and select your iD Mobile SIM.

  4. Tap Preferred Network Type.

  5. Tap 5G or LTE.

Enable 4G (VoLTE) Calling:

  1. Open Settings.

  2. Tap Network & Internet.

  3. Tap SIMs and select your iD Mobile SIM.

  4. Set the toggle for 4G Calling to ON.

 

Step 4 - Try Wi-Fi Calling.

 

If you have access to Wi-Fi, turning on Wi-Fi Calling is the quickest way to get back in touch. It also helps us narrow down the problem by seeing if your SIM is still active.

Pop into your phone settings and switch Wi-Fi Calling ON. Then, try making a call:

  • If the call WORKS:

    Great news! This means your SIM and account are working perfectly. The issue is likely just poor 4G signal in your current spot. You can keep chatting over Wi-Fi until you move to an area with better coverage.

  • If the call FAILS:

    This suggests something else is going on with your SIM or account, rather than just a signal dip. Let's carry on with the steps below to get it sorted.

 

Step 5 - Check ‘Do Not Disturb’ and Call Blocking settings.

 

Features designed to silence distractions or block spam can sometimes stop legitimate calls from coming through. It’s important to check these aren’t accidentally active.

iPhone:

  • Check Focus / Do Not Disturb:
    1. Open Control Centre (swipe down from the top-right on newer iPhones, or up from the bottom on older models).
    2. Tap the Focus or Do Not Disturb icon to turn it off if highlighted.
  • Check Silence Unknown Callers:
    1. Open Settings and tap Phone.
    2. Scroll down to Silence Unknown Callers.
    3. Ensure this is switched OFF. If it is on, calls from numbers not in your contacts will be sent straight to voicemail.

Android:

  • Check Do Not Disturb:
    1. Open Quick Settings (swipe down from the top of the screen).
    2. Look for the Do Not Disturb icon. If it’s active, tap it to turn it off.
  • Check Call Blocking / Spam Protection:
    1. Open the Phone app and tap the three dots (menu).
    2. Tap Settings.
    3. Look for Block numbers or Caller ID and spam protection. Ensure the toggle to block unknown/private numbers is switched OFF.

If these settings are all correct and you are still unable to make or receive calls, continue following the steps below.

 

Step 6 - Perform a Manual Roam.

 

A Manual Roam resets your connection to our network, and can help with intermittent network problems. Here’s how to do it:

 

I’m using an iPhone:

  1. Open Settings.

  2. Tap Mobile Service.

  3. Tap Network Selection.

  4. Turn off the Automatic toggle.

  5. Choose a different network (Vodafone, EE or O2 - UK).

  6. Wait for 1 minute.

  7. Switch the Automatic toggle back on.

 

I’m using a Samsung Galaxy:

  1. Open Settings.

  2. Tap Connections.

  3. Tap Mobile Networks.

  4. Tap Network Operators.

  5. Turn off the Automatic toggle.

  6. Select a different network (Vodafone, EE or O2 - UK).

  7. Wait for 1 minute.

  8. Switch the Automatic toggle back on.

 

Most other Android phones:

  1. Open Settings.

  2. Tap Network & Internet.

  3. Tap Mobile network.

  4. Tap Advanced.

  5. Tap Network operators.

  6. Select a different network (Vodafone, EE or O2 - UK).

  7. Wait for 1 minute.

  8. Switch back to Automatic selection.

 

Once you’ve performed a Manual Roam, see if you’re able to make or receive calls. If not, continue following the steps in this article.

 

Step 7 - SIM/eSIM Troubleshooting.

 

If you’ve tried the essential checks and are still unable to make or receive calls, the problem might be with your SIM card or eSIM. Follow the steps relevant to your SIM type:


I’m using a SIM card:

  1. Remove your SIM card:

Before removing your SIM card, turn your phone off completely. You’ll need a SIM ejector tool (often included in your phone’s box) or a small, unfolded paperclip.

Insert the tool into the small hole next to the tray to pop it open. Gently pull out the SIM tray and carefully take the SIM card out of the tray.

 

  1. Inspect and clean your SIM card:

Check the gold contacts for any dust, dirt or smudges. Wipe the gold contacts very gently with a clean, dry, lint-free microfibre cloth.

 

  1. Reinsert your SIM card:

Pop your SIM card back in the SIM tray. If you are using a Dual SIM device, your iD Mobile SIM card MUST be in SIM Slot 1 for 4G (VoLTE) Calling to work.

Carefully slide the SIM tray back into the phone until it clicks securely into place. Turn your phone back on and see if you’re able to make or receive calls.


I’m using an eSIM:

  1. Toggle your eSIM line OFF and then ON again.

This can refresh the connection of your eSIM profile. Here’s how you can do it:

  • I’m using an iPhone:
    1. Open Settings.
    2. Tap Mobile Service.
    3. Under the ‘SIMs’ section, tap your iD Mobile eSIM.
    4. Set the toggle for Turn On This Line to OFF.
    5. Wait 60 seconds.
    6. Set the toggle for Turn On This Line to ON.
  • I’m using a Samsung Galaxy:
    1. Open Settings.
    2. Tap Connections.
    3. Tap SIM card manager.
    4. Select your iD Mobile eSIM from the list.
    5. Set the toggle to OFF.
    6. Wait 60 seconds.
    7. Set the toggle to ON.
  • Most other Android phones:
    1. Open Settings.
    2. Tap Network & Internet.
    3. Tap SIMs.
    4. Select your iD Mobile eSIM from the list.
    5. Set the toggle to OFF.
    6. Wait 60 seconds.
    7. Set the toggle to ON.

Once you’ve refreshed the connection of your eSIM profile, see if you’re able to make or receive calls. If not, continue following the steps in this article.

 

Step 8 - Phone Troubleshooting.

 

Still not working? Let's check your phone itself, to ensure your software and settings are correct. After each step, see if you’re able to make or receive calls:

 

I’m using an iPhone:

  1. Make sure your iPhone software is up to date.

Here’s how:

  1. Open Settings.

  2. Tap General.

  3. Tap Software Update.

  4. If you have an iOS update available, tap Install Now.

​

  1. Re-enter your Mobile Number.

In most cases, re-entering your Mobile Number on your iPhone can resolve issues with calls:

  1. Open Settings.

  2. Tap Apps.

  3. Tap Phone.

  4. Tap My Number.

  5. Enter your mobile number, using +44 instead of the first 0.

  6. Tap Save.

​​​​

  1. Dial this shortcode.

Open your Phone app and dial the below number to deactivate any call barring: #330*0000#

 

  1. Force restart your iPhone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your iPhone, please refer to this Apple Support article.

 

  1. Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your iPhone. Here’s how:

  1. Open Settings.

  2. Tap General.

  3. Tap Transfer or Reset iPhone.

  4. Tap Reset.

  5. Select Reset Network Settings.

  6. Enter your passcode, then tap Reset Network Settings.

 

Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.

 

I’m using a Samsung Galaxy:

 

Please note: Some phones may have regional or network-specific firmware that prevents VoLTE from working, even if they were purchased in the UK. To check, you can use free third-party IMEI websites to confirm if your phone is using unlocked firmware and shows ‘United Kingdom’ as the country. If either of these isn’t the case, you’ll need to upgrade your phone to a UK model that supports 4G and 4G (VoLTE) Calling.

 

  1. Make sure your phone software is up to date.

Here’s how:

  1. Open Settings.

  2. Tap Software update.

  3. Tap Download and install.

  4. If new software is available, tap Install now. If you already have software up to date, latest update information will appear.

 

  1. Check your APN settings.

All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like 4G (VoLTE) Calling to work. Our network (APN) settings are listed below:

 

Name iD
APN id
Username <leave blank>
Password <leave blank>
MMSC http://mms.um.idmobile.co.uk:10021/mmsc
MMS Proxy mms.idmobile.co.uk
MMS APN Username <leave blank>
MMS APN Password <leave blank>
MMS Port 8799

 

You can check and update your APN settings by following these steps:

  1. Open Settings.

  2. Tap Connections.

  3. Tap Mobile Networks.

  4. Tap Access Point Names.

  5. Tap the plus icon.

  6. Enter the APN settings above.

  7. Once complete, tap the menu icon.

  8. Tap Save.

  9. Tap the circle next to your new APN settings to select it.

 

  1. Dial this shortcode.

Open your Phone app and dial the below number to deactivate any call barring: #330*0000#

 

  1. Force restart your phone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!

 

  1. Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your phone. Here’s how:

  1. Open Settings.

  2. Tap General management.

  3. Tap Reset.

  4. Select Reset Network Settings.

 

Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.

 

Most other Android phones:

 

  1. Make sure your phone software is up to date.

Here’s how:

  1. Open Settings.

  2. Tap System.

  3. Tap Advanced.

  4. Tap System Update.

  5. You’ll find your update status. Follow any steps on the screen.

 

  1. Check your APN settings.

All phones bought from us should arrive with the right settings already configured. But if you’ve moved over to iD Mobile on a SIM Only Deal and kept your old phone, you may need to review the settings to get things like 4G (VoLTE) Calling to work. Our network (APN) settings are listed below:

 

Name iD
APN id
Username <leave blank>
Password <leave blank>
MMSC http://mms.um.idmobile.co.uk:10021/mmsc
MMS Proxy mms.idmobile.co.uk
MMS APN Username <leave blank>
MMS APN Password <leave blank>
MMS Port 8799

 

You can check and update your APN settings by following these steps:

  1. Open Settings.
  2. Tap Network & Internet.
  3. Tap SIMs.
  4. Tap your iD Mobile SIM.
  5. Scroll down and tap Access Point Names.
  6. Tap the plus icon.
  7. Enter the APN settings above.
  8. Tap Save.
  9. Tap the circle next to your new APN settings to select it.

 

  1. Dial this shortcode.

Open your Phone app and dial the below number to deactivate any call barring: #330*0000#

 

  1. Force restart your phone.

The classic switch it off and switch it back on again. If you’re unsure how to force restart your phone, please refer to your Device Manual for more information, or simply Google it!

 

  1. Perform a Network Settings Reset.

As a last resort, perform a Network Settings Reset on your phone. Here’s how:

  1. Open Settings.

  2. Tap System.

  3. Tap Advanced.

  4. Tap Reset options.

  5. Select Reset Network Settings.

 

Please note: Resetting network settings will erase saved Wi-Fi networks and VPN settings. After the reset, you will need to re-enter Wi-Fi passwords and configure any other network settings as needed.

 

Step 9 - One last check.

 

Don't worry, this is the last thing to try. This one last check will help us isolate the problem, so we know exactly how to get you sorted:

 

I’m using a SIM card:

  1. Test your iD Mobile SIM card in another compatible phone.

Turn your phone off completely. Remove your iD Mobile SIM card and pop it into another compatible phone.

  • If you can make or receive calls on the other phone, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.
  • If you’re unable to make or receive calls on the other phone, pop your SIM back into your phone and contact us for further support.

 

  1. Test another SIM card in your phone.

Turn your phone off completely. Remove your iD Mobile SIM card and pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.

  • If you can make or receive calls using the other SIM card, then there may be a problem with your iD Mobile SIM card or services. Pop your iD Mobile SIM card back into your phone and contact us for further support.
  • If you’re unable to make or receive calls using the other SIM card, then your phone might have a fault and may need repair. Check out this Community article for more helpful information.

 

I’m using an eSIM:

  1. Test a physical SIM card in your phone.

Turn your phone off completely. Pop another SIM card (either your own, or someone else’s, such as a friend or family member) into your phone.

  • If you CAN make calls with the physical SIM:

    This means your phone hardware is working perfectly. The issue is likely with your iD Mobile eSIM or account. Please contact us so we can check your settings or arrange a replacement eSIM.

  • If you CAN’T make calls with the physical SIM:

    This suggests your phone might have a hardware fault and may need repair. Check out this Community article for more helpful information.

 

Still having issues?

 

We’re sorry to hear you’re still having issues making or receiving calls. Please contact us for further support, noting down the outcome from Step 9.

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